Technical Support Specialist

About Braze

At Braze, we’re a genuinely approachable, exceptionally kind, and intensely passionate team. We set high standards, champion teamwork, and create work-life harmony as we navigate rapid global growth while striving for greater equity and opportunity—inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. Autonomy, accountability, and openness to new perspectives are essential to our success.

Our deep curiosity to learn and eagerness to share diverse passions inject a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here with a sharp and passionate team at your back.

Responsibilities

• Own customer inquiries end-to-end, including how-to questions, technical break-fix issues, integration/configuration help, and best practice guidance, providing timely, insightful, and technically sound resolutions and suggestions.
• Become a trusted product expert by mastering the dashboard, integrations, troubleshooting steps, and best practices.
• Drive increased product adoption by enabling customers to effectively utilize the platform and achieve their desired outcomes.
• Collaborate effectively with team members, Customer Success, Account Managers, Product, Engineering, and other cross-functional teams to deliver seamless customer experiences.
• Proactively identify opportunities to enhance customer satisfaction and drive product adoption.
• Contribute to process improvements and internal enablement while actively documenting and sharing knowledge to elevate teammates and customers.

Please note this job description does not cover every duty you may need to undertake; you may be asked by your manager to handle other reasonable responsibilities commensurate with the role.

Requirements

• 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• A degree from an accredited college or university, a technical boot camp certification, or equivalent practical experience.
• Proficiency with case management tools (e.g., Salesforce, Zendesk) for efficient inquiry management and resolution.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Experience with tools such as Postman, Snowflake, and/or Kibana is a plus.
• Domain knowledge of two or more: SaaS, Mobile Technology, APIs, Marketing Automation, Direct Marketing, Marketing Analytics, and/or basic programming.
• Strong written and verbal communication skills in English.

Qualities

• An excellent communicator with a customer-centric attitude, able to translate complex concepts into clear, understandable language for diverse audiences.
• Analytical, curious, and resourceful with strong troubleshooting and problem-solving capabilities.
• Passionate about helping customers and resolving issues efficiently and effectively.
• Skilled at managing and prioritizing a high volume of inquiries and escalations; resilient and calm under pressure in fast-paced, time-sensitive situations.
• Able to synthesize complex technical concepts and communicate them clearly to diverse audiences.
• Adaptable to fast-paced, high-volume environments with shifting priorities while multitasking and maintaining performance under pressure.
• A proactive problem solver with a strong sense of intellectual curiosity, who thrives in collaborative team settings to tackle challenges.

Pay

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $57,000 and $90,000/year, with an expected On Target Earnings (OTE) between $64,000 and $101,000/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, this role qualifies for a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs).

Benefits

• Competitive compensation that may include equity.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Family services that include fertility benefits and equal paid parental leave.
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
• A curated in-office employee experience, designed to foster community, team connections, and innovation.
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching.
• Employee Resource Groups that provide supportive communities within Braze.
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®.

About Braze

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging™. The platform helps brands deliver great customer experiences that drive value for both consumers and businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to AI-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences.

The company has been consistently recognized as a Leader in marketing technology by industry analysts and was named a G2 “Best of Marketing and Digital Advertising Software Product” in 2026. Braze was also named a 2026 Best Places to Work by Built In, a 2025 America’s Greenest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney, and Tokyo.